Dear Rich Tehrani:
You are correct about e-mail (see High Priority!, December 1998, "Use The Best Of Both
Worlds to Create A Better One"). Your reasoning however, I believe is from a
purely technology-based viewpoint, for two reasons.
First: People are very busy and, although voice mail is cumbersome, they don't feel a
problem leaving an e-mail. It's guaranteed to be seen, like a hard copy, and forwarded, if
necessary. I can't tell you how many times I've just deleted voice mail.
Second: The technology is just not there yet with instant speed, although I use
ICQ/Mirabalis all day with my best clients worldwide, to give instant response. AOL
instant messenger is also coming close, although it is really just an immediate e-mail
with some elaborate features.
E-mail routing is OK. Check out Symantec's tech Web site. Every "post to
tech" service request is replied to by e-mail by the opening of business the next day
and is also posted on Symantec's FAQs. This shows that if a company wants to make an
effort for a quick response, it can be done.
Saturn Business Systems